RMA Manager

We are seeking an experienced and hands-on RMA Manager to lead our Return Merchandise Authorization (RMA) operations in Irvine, CA.

This position requires a strong technical background in hardware troubleshooting, testing, diagnostics, and repair, along with the ability to manage daily RMA operations and lead a technical team.

The ideal candidate is a hands-on leader who is comfortable working directly with products, test equipment, and repair processes. In addition to managing the team, the RMA Manager is expected to develop a thorough understanding of our products and actively participate in technical activities.

This is not solely a management or coordination role. The RMA Manager must be willing to learn, perform technical tasks, resolve complex issues, and provide practical training and guidance to team members.

Key Responsibilities

1. Hands-on Technical Operations & Repair

• Actively participate in hands-on troubleshooting, diagnostics, testing, failure analysis, and repair of returned products.
• Perform core Process/Test Engineering and Repair Engineering activities when needed to support daily RMA operations.
• Develop a strong understanding of company products, hardware components, testing procedures, and repair processes.
• Diagnose technical issues, identify root causes, and implement effective solutions.
• Utilize appropriate diagnostic tools and testing equipment to identify and resolve hardware issues.
• Provide direct technical support during complex repair cases, high workloads, or staffing shortages.
• Support continuous improvement of repair procedures, troubleshooting methods, and technical documentation.

2. Process/Test Engineering & Quality Improvement

• Work closely with engineering and repair teams to troubleshoot technical issues and improve testing processes.
• Support the development and improvement of test procedures, repair instructions, and troubleshooting guidelines.
• Participate in failure analysis to identify recurring product issues and root causes.
• Collaborate with Engineering, Quality, and Manufacturing teams to implement corrective actions.
• Monitor product failure trends and provide feedback to improve product quality and reliability.
• Ensure testing and repair activities follow established quality standards and procedures.

3. Technical Training & Team Leadership

• Lead, supervise, and develop the RMA team, including engineers and technicians.
• Provide hands-on technical training through practical demonstrations, troubleshooting guidance, and direct support.
• Develop and maintain the technical proficiency needed to perform and demonstrate core testing and repair procedures.
• Ensure team members are properly trained and capable of performing their assigned technical responsibilities.
• Assist team members in resolving complex technical issues and improving their troubleshooting skills.
• Establish performance expectations, monitor team productivity, and identify opportunities for improvement.
• Promote a collaborative, accountable, and hands-on working environment.

4. RMA Process & Operations Management

• Manage the end-to-end RMA process, including request, approval, return, inspection, testing, repair or replacement, and closure.
• Oversee daily RMA operations to ensure efficient workflow and timely completion of repairs.
• Ensure service level agreements (SLAs), turnaround times, and quality requirements are met.
• Identify operational bottlenecks and implement process improvements.
• Coordinate staffing, workload distribution, and resources to support operational needs.
• Develop and maintain RMA procedures, work instructions, and operational standards.

5. Customer Support & Cross-functional Coordination

• Serve as the escalation point for complex RMA cases and critical customer issues.
• Coordinate with customers, distributors, and internal Sales teams regarding RMA status and technical concerns.
• Work closely with Taiwan Engineering, Quality, Logistics, and Manufacturing teams to resolve product and process issues.
• Provide technical explanations, failure analysis findings, and corrective action updates when necessary.
• Ensure timely communication and effective resolution of customer concerns.

6. Inventory & Asset Management

• Oversee returned product inventory, including repair, refurbishment, replacement, restocking, and scrapping.
• Ensure accurate inventory records and transaction tracking within ERP systems.
• Coordinate with Warehouse and Logistics teams to maintain efficient product flow.
• Monitor repair materials, spare parts, and equipment availability to support…